We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service we have provided, you should inform us immediately to allow us do our best to resolve the problem.
How to initiate a complaint
In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues at this stage. If you would like to make a formal complaint, then you can read our full complaints procedure here. Making a complaint will not affect how we handle your case.
Solicitors Regulation Authority
We are regulated by the the Solicitors Regulation Authority (SRA) and they can help you if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic. You can raise your concerns with the Solicitors Regulation Authority by visiting their website at www,sra.org.uk.
The Legal Ombudsman
We hope that we will have been able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Legal Ombudsman, an independent complaints body established under the Legal Services Act. They will look at your complaint independently and it will not affect how we handle your case.
Your complaint should normally have to meet all the criteria below for the Legal Ombudsman to accept it:
• Within six months of receiving our final response to your complaint
and
• No more than one year from the date of act/omission being complained about; or
• No more than one year from the date you should reasonably have known that there was cause for complaint.
If you would like more information about the Legal Ombudsman, please contact them using the following details;
Visit: www.legalombudsman.org.uk
Telephone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
Legal Ombudsman PO Box 6167, Slough, SL1 0EH